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At Gail Marra Design Studio, each piece is handcrafted with care and intention. As many of our items are handmade and/or custom created, our return policy is structured to comply with the Consumer Protection Act (South Africa) while protecting the sustainability of our small business.

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Custom & Made to Order Items

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In terms of the Consumer Protection Act, custom made or personalised items are not eligible for return or refund unless they are defective, damaged, or incorrect.

This includes:

• Commissioned artwork

• Custom sized pieces

• Personalised or specially manufactured items

 

Cancellations of Custom Artwork 

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Standard (Non Custom) Items

 

For non custom items purchased online:

• You may request a return within 7 days of delivery in accordance with the CPA cooling off period.

• Items must be unused, in original condition, and in original packaging.

• Return courier costs are the responsibility of the customer.

• Once the item has been received and inspected, a refund (excluding original delivery fees) will be processed.

 

We reserve the right to refuse a return if the item shows signs of use, damage, or alteration not due to a manufacturing fault.

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Damaged, Defective or Incorrect Items

 

If you receive:

• A damaged item

• A defective item

• The wrong item

 

You must notify us within 48 hours of delivery, including clear photographs of:

• The item

• The packaging

• The shipping label

 

Once assessed, we will:

• Repair, replace, or refund the item at our discretion

• Cover reasonable return shipping costs where the claim is valid

 

Items must be returned within 5 business days after approval of the return request.